Enterprise Technical Assistance Center (Tac) Manager

Ritter Communications has been at the forefront of the local communications industry for more than a century. We began providing telephone service in Northeast Arkansas in 1906.   Today, Ritter Communications serves 92 communities and more than 45,000 customers across Arkansas, northeast Texas, southeast Missouri, and west Tennessee. The company has grown steadily over the years, expanding rapidly and is now the largest privately-held regional broadband fiber, telecom, video and cloud services provider in the Mid-South. Ritter invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer focused experience. 

General Summary:

The Enterprise TAC Manager holds a vital role in leading a team of Enterprise Technical Assistance Center (ETAC) professionals in provisioning, troubleshooting and assisting enterprise customers.  While managing the day-to-day operations of the ETAC team, the ETAC Manager will also be responsible for managing customer migration projects as well as service-acceptance testing. The role serves as an escalation point for ETAC Analysts, the ETAC Lead and internal departments.

Success in this role is highly reliant on the ability to effectively prioritize and manage multiple high-impact projects, enterprise orders and trouble tickets, lead and develop teams, collaborate with internal partners, and effectively communicate ETAC activities to external stakeholders.  It is also imperative that the indvidual in this role has the ability to adapt to rapidly changing environments and networks, learn new technologies and process information quickly, and have the ability to work both independently and in a team environment. Flexibility in work schedule is also a requirement for this position. 

Essential Job Functions: 

• Manages and mentors ETAC support team in all daily operations by effectively communicating expectations and driving accountability;
• Cultivates cross functional department relationships to achieve common goals;
• Serves as a ETAC liaison for inquiries and escalations from both internal and external customers;
• Implements, follows, and directs ETAC and Network Operations policies and procedures;
• Maintains a strong customer service focus for all business decisions;
• Serves as a 2nd level escalation point for staff members;
• Interacts with NOC, Field Operations, Service Delivery and end-customers;
• Travels to customer sites, project areas, business related events, and other Ritter Communications locations as required;
• Performs other related duties as assigned. 

Knowledge, Skills, and Abilities:

• Knowledge of telecommunications products and services;
• Strong customer service focus
• Experienced in managing a Technical Support environment;
• Experienced in establishing procedures, policies, and documentations;
• Experienced in establishing, trending, and reporting of SLA and KPIs;
• Experienced in people management, development, and conflict resolution;
• Understanding of the OSI layers and LAN/WAN protocols and technologies such as Ethernet, TCP/IP, VLAN, Routing, Switching, etc.;
• Understanding of data, voice, and transport network technologies such as Cisco, Ciena, Nokia, Calix, Alcatel, and Metaswitch;
• High level proficiency in commonly used software such as Visio, Excel, Word, and Power Point;
• Ability to lead others to achieve desired outcomes in a manner consistent with Company values;
• Ability to multi-task and effectively manage multiple high-impact projects;
• Ability to be detail oriented while keeping the bigger picture in mind;
• Ability to work well individually and in a team environment;
• Excellent verbal and written communication skills;
• Ability to travel for business requirements; must possess a valid Driver’s License with a satisfactory driving record.

Education and Experience:   

Bachelor’s Degree in Engineering, Computer Science, or a similar technical field is preferred.  5+ years of related technical experience with at least two years of experience managing technical teams is preferred.  CompTIA, Cisco CCNA, Nokia NRS or similar certifications preferred.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!